What does the email address set on a chat queue do?

Each queue can have an email address set via the dashboard's queue management page. This email address is typically set to an email that is routinely monitored by your staff, so that timely email replies can be sent back to the guest.  

The queue's email address has the following main purposes:

Tag for followup recipient 

When a chat operator uses the Tag for Followup feature, usually when a question cannot be completely answered during the chat, the chat transcript and any optional notes will be emailed to the queue's email address.

Replies to emailed transcripts

When a guest using the chat box uses the "email transcript" feature, the queue's email address will be used for replies on the emailed transcript.  This way, if the guest has more questions, they can simply reply to their emailed transcript, and their message will go to the queue's email address.  

Staff users in the webclient or dashboard also have a similar "email transcript" feature, and the queue's email address is also used for replies to transcripts emailed from the staff interfaces.

Bounce handling

The queue's email address will receive bounce notifications when an emailed transcript was not delivered.  This most often happens when someone makes a typo in their own provided email address for the transcript they were trying to email.  

Will emails from a queue go to spam?

If you use your local email address with your local domain (for example, library@myschool.edu), the emailed transcripts will have your email address set as the Reply-To, while the From will use the queue's native LibraryH3lp format (for example, myqueue@chat.libraryh3lp.com). 

This way, most email systems will not interpret these emails as spoofing and they will not be subject to spam filtering.  However, if your emails are going to spam in this situation, there are a number of workarounds.

• You can opt to set up SPF and/or DKIM. Note that the linked help doc is specifically about 3mail, but the same guidelines apply to using your local email address for your queue, if you are having trouble with transcript email delivery.

• You can contact us to set up an alias for you, so that your queue's email will have an @libraryh3lp.com address that is seamlessly redirected to your local email.

• You can entirely remove email from the queue, or set it to noreply@libraryh3lp.com.  Either of these will allow email transcript delivery coming from a native @libraryh3lp.com email address, which means it is unlikely to be spam filtered, but it will break the Tag for Followup and reply-to transcripts features.

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